CC v10.1 Available Now

Enghouse Interactive’s Communications Center (CC) evolves with every single release ensuring it meets your business requirements in today’s fast-changing world. We are continuously improving, innovating, listening to feedback from partners and customers to ensure our software helps you create the highest quality customer experience.

This year Enghouse Interactive is proud to present Communications Center version 10.1.

Our focus on improving the lives of people of the contact centre by offering control and choice, means your journey towards digital transformation is now easier than ever before.

Enhancements in CC v10.1

Web chat:

Web chat is quickly becoming the channel of choice for customers compared to other channels of communication within a contact centre. Communication Center facilitates customer interactions that are instant, easy and convenient. No matter where on your website a customer goes, they can now have a consistent chat experience across all of your organisation’s web pages.

Video chat:

Video chat is becoming an essential part of the live chat which helps businesses take customer experience to the next level. Whether your business is offering product support, conducting a demo or even providing medical advice, video chat adds a personal touch that builds trust and delivers better outcomes.

Page sharing:

If a customer is having a problem that is too difficult to diagnose or resolve over chat, the agent can now launch a page sharing session.

By using page sharing features, an agent can view the customer’s screen to guide the customer to complete their task. With Communication Center 10.1, an agent can even, in real-time, fill out forms with the customer.

Advanced Queues:

Increase the supervisor’s visibility into the contact centre with an Advanced Queues view. As the supervisor, you can have a complete and focused view into agent productivity, and overall contact centre performance, all from one screen.

JAWS and MAGic Integration for vision Impaired:

Provide the best experience to vision impaired agents with screen magnification and text to voice capabilities.

In 10.1 SP1 we have added:

Log Collector:

Schedule or manually transfer TouchPoint application diagnostic/log files from the client PC directly to the Log directory on the CTI server.

Update Service:

TouchPoint’s auto-update service has been re-architected to include auto update of Advanced Services modules to further reduce implementation time.

Hot Seating support (PBX):

Dynamically associate a user’s current phone extension as soon as they sign in to TouchPoint.

TouchPoint Traditional Chinese support:

Traditional Chinese has been added to the list of supported languages for the TouchPoint user interface. Please talk to your local Enghouse Interactive or Partner account manager if you are interested in finding out about more supported languages.

In 10.1 SP2 we have also added:

Data Privacy Tool:

The Data Privacy feature enables the identification of a customer’s personal data and the export or removal / anonymised of it if requested. This feature has been developed to meet recently introduced privacy laws (GDPR).

Enhancements in Previous Versions:

Enhancements in CC v10

Tighter Portfolio Integration
The strength and depth of the Enghouse Interactive Contact Center portfolio has increased
• TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
• Integration to outbound SMS campaigns automatically recognises messages needing agent intervention, routing them to available agents for deeper level handling

Scale and Flexibility
• Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
• Enterprise level presence visibility for NEC SV8500 and SV9500 customers
• Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments

Communications Center with the Cloud
• Support for federated agents

Improving the Daily Lives of the People of the Contact Centre

The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software, and our 2018 software releases are a significant contribution to this mission.

We know happy contact centre agents equal happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information they need at their finger tips, isn’t stressed, can confidently handle every challenge and come back tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.

Communications Center

Communications Center Web Chat Brochure